🔔Follow-ups

Automatically re-engage users who go silent mid-conversation by sending scheduled follow-up messages after periods of inactivity.

Follow-ups let your text agent proactively reach out when a user stops responding. Instead of letting conversations go cold, the agent sends a reminder message after a configured period of silence — keeping leads warm and conversations active without any manual intervention.

You can configure up to 3 follow-ups per agent, each with its own delay and message type.

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Where to find it

Follow-ups are configured inside the Settings tab of your text agent, under the Follow-ups accordion in the left panel.

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Supported channels

Follow-ups are currently supported on WhatsApp channels.

⚠️ Note: WhatsApp enforces a 24-hour messaging window — follow-ups will not be sent more than 24 hours after the user's last message.

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Enabling follow-ups

Open the Follow-ups accordion and toggle Enable follow-ups on.

Once enabled, click + Add follow-up to create your first reminder.

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Configuring a follow-up

Each follow-up card has three fields:

Delay

Set how long the agent waits after the user's last message before sending the follow-up.

• Enter a number and choose the unit: min (minutes) or hrs (hours)

• Minimum: 5 minutes — Maximum: 1440 minutes (24 hours)

• Delays are measured from the last inbound user message, not from the previous follow-up

💡 Example: If you set Follow-up 1 to 30 min and Follow-up 2 to 2 hrs, both timers start from the moment the user last replied — not sequentially.

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Type

Choose how the message content is generated:

Type	Description
Static message	A fixed text you write in advance
AI-generated	A message generated by the agent's AI using a custom prompt
External webhook	Your own endpoint generates and returns the message

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Static message

Write the exact text the agent will send.

Enter the message in the Message field. Keep it friendly and conversational — a short, natural check-in works best.

Examples:

"Hey! Just checking in — did you have any questions I can help with?"

"Hi there! Still thinking things over? I'm here if you need anything."

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AI-generated

The agent generates a fresh follow-up message each time, using the conversation context and a custom guidance prompt you provide.

Enter guidance in the AI prompt field. The agent will use this alongside the conversation history to craft a contextual, natural-sounding message.

Examples:

"Send a warm, friendly reminder referencing what the user was asking about. End with an open question."

"Write a brief follow-up in a helpful tone. Keep it under 2 sentences."

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External webhook

Your own service generates the message and returns it to the agent.

Enter the Webhook URL (must begin with https://). The agent sends a POST request to your endpoint containing:

{
  "conversation_id": "...",
  "agent_id": "...",
  "channel_type": "twilio_whatsapp",
  "follow_up_count": 1,
  "variables": { ... }
}

The response body is used as the follow-up message text. If the request fails or times out, the follow-up is skipped silently.

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Adding multiple follow-ups

Click + Add follow-up to add a second or third reminder. You can configure up to 3 follow-ups per agent.

Each follow-up should have a longer delay than the previous one to form a natural cadence. For example:

Follow-up	Delay	Type
Follow-up 1	30 min	Static message
Follow-up 2	2 hrs	AI-generated
Follow-up 3	12 hrs	Static message

To remove a follow-up, click the trash icon on its card.

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How the timer resets

Any inbound message from the user resets all follow-up timers to zero. If the user replies to a follow-up, the sequence starts over — no duplicate messages are sent for interactions that are already active.

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Saving your configuration

Click Save Agent (top right) after making changes. New follow-up settings take effect on the next conversation that becomes inactive after saving.